Netrix Global's acquisition of Ricoh USA's managed IT services business, one of a series of moves under its private-equity-backed growth strategy, left the company operating two separate ServiceNow environments. Each instance carried its own processes, data structures, and integrations, creating operational silos, technical debt, and an inconsistent experience across the combined customer base.

Running divergent platforms in parallel meant duplicated effort, higher cost to serve, and slower, less predictable service delivery. Delaying unification would only compound the problem, requiring costly rework and prolonging the operational silos, especially as further acquisitions added more systems to integrate. At the same time, limited internal bandwidth and cost discipline demanded careful scope control, so the consolidation had to be delivered efficiently without sacrificing long-term scalability.

Netrix needed to rapidly bring both environments together into a single, unified platform with consistent processes, integrated systems, and modern TPSM capabilities, creating an operational foundation ready for future strategic enhancements.

Konversational delivered Phase 1, consolidating the Ricoh ITS and Netrix ServiceNow environments into a single, production-ready platform. Ricoh's configurations, legacy records, and integrations were migrated into the Netrix instance, while core processes and data models were unified under a domain-separated architecture designed to support internal teams and external customers alike.

Key TPSM capabilities were deployed to standardise service delivery, including Case Management, Entitlements and Contracts, Order Management, and Service Bridge. The programme delivered CSM with omni-channel case management, a full ITSM suite spanning Incident, Problem, Change, and Request, alongside CMDB and Asset Management, Knowledge Management, Service Catalog, and SLAs. A customer service portal, configurable workspaces, and reporting dashboards gave agents and customers a consistent, modern experience.

Critical Ricoh ITS systems were reconnected to the unified platform, including Sage ERP, Oracle R12 and Sales Cloud, and Kaseya, complemented by SSO, inbound and outbound email, and eBonding via Service Bridge. ITOM Event Management and Discovery were configured to strengthen operational visibility.

Delivered using Konversational's NowCreate framework with agile development sprints and an out-of-the-box, configure-not-customise approach, the programme replaced two divergent instances with one clean, scalable foundation ready for Phase 2 enhancements including Generative AI, advanced automation, and CSDM maturity.

Phase 1 delivered a single, unified ServiceNow TPSM platform, retiring Netrix's dual-instance model and its associated technical debt. 100% of customer-facing workflows were unified at go-live, with zero major service disruption during cutover, giving Netrix immediate operational continuity on a consistent delivery framework.

By consolidating processes, data, and integrations upfront, Netrix reduced rework and long-term integration costs, avoiding the expense of interim dual-process models. Standardised workflows and integrated data flows enabled faster, more accurate service delivery, while a consolidated approach to activities such as customer onboarding reduced effort and cost to serve.

The unified, domain-separated platform gives Netrix a scalable foundation to differentiate its service offerings and grow without adding proportional overhead. With a clean, best-practice architecture now in place, Netrix is positioned for Phase 2 strategic enhancements, including Generative AI for service intelligence and automation, advanced predictive workflows, CSDM maturity, and potential Field Service expansion, strengthening its operational foundation and long-term value.